Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

Aspect

MAY 6, 2020

It’s been proven again and again that happy agents lead to happy customers, and higher employee satisfaction from home agents drives improved CSAT, customer retention and loyalty. Download our white paper , The Home Field Advantage: Business Continuity by Design. .

Schedule adherence 122

Schedule adherence Management Best practices Customer retention 122

CSM Magazine

JANUARY 15, 2025

Its a smart way to stay ahead and deliver what your customers truly wantwithout the friction. Case in point: in a Box-sponsored IDC white paper , 30% of respondents cite better chatbots for customer interaction as an area where they see the greatest positive impact from using generative AI. No more frustrating hold times.

Chatbots 52

Chatbots Sales Customer retention Personalization 52

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

Customers That Stick

SEPTEMBER 18, 2014

A white paper compiled by PunchTab indicates that many Millennials shop online daily.). Blog customer-loyalty Guest Posts customer loyalty customer retention' With that in mind, Millennials won’t be satisfied with a loyalty program that isn’t integrated into their highly mobile lives.

Customer retention 133

Customer retention Surveys Sales Technology 133

Fonolo

MARCH 22, 2018

And, by including a call-back option within your call center strategy, you’re saving the customer even more time and energy. Additionally, since consumers are emotionally drawn to human voice over electronic messages, these positive associations will lead to improved customer retention and loyalty, which leads to repeat sales.

Customer Service 79

Customer Service Customer retention Call Center Contact Center 79

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution. Your Customer Retention Strategy Relies on CSMs!

Customer retention 49

Customer retention Management Analytics Metrics 49

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer retention 61

Customer retention Scripts Education Marketing 61

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. In turn, relationship quality links and contributes to the perception of satisfaction and trust, creating business outcomes of customer retention and advocacy.

Customer advocacy 150

Customer advocacy Consulting Consulting Advertising 150

Uniphore

JANUARY 4, 2022

White Papers. How are you planning to leverage conversations to drive revenue and customer retention? Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

CSM Magazine

OCTOBER 16, 2020

It is not enough to attract new customers to your services. Customer retention is even more important than customer acquisition. More than that, customer retention is the best form of marketing. Customer education programs are not new. You have to encourage their loyalty.

Customer retention 52

Customer retention Brand ambassadors Finance Banking 52

Nextiva

JULY 8, 2019

To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention?

voip 67

voip Customer Service Chatbots Customer retention 67

Education Services Group

JUNE 18, 2018

How do I increase customer retention? Although the answer is multilayered and complex, one of the essential building blocks to answering it includes Customer Success Managers (CSM). A career field that barely existed five or so years ago, CSMs make up ground zero for all CS functions — that includes keeping customers.

Customer retention 45

Customer retention Management outsourcing Best practices 45

Callminer

JULY 30, 2020

Armed with this data, your call center gains valuable insight into what makes your customers tick so you can develop the most impactful, meaningful responses for every interaction, quickly resolve customer complaints, and improve customer satisfaction and retention.

Call Center 265

Call Center Customer Service Scripts Coaching 265

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Benchmark 80

Benchmark Upselling Education Best practices 80

Connecting the Dots

OCTOBER 21, 2024

Download the PDF version of this White Paper By: Marc Grainer, Charles H. Broetzmann Companies have tried for decades to improve customer complaint resolution without notable success. Products people wanted were frequently out of stock, quality was often shoddy, and repairs and customer support were often poor.

Complaint resolution 62

Complaint resolution Consulting Consulting Surveys 62

Calabrio

SEPTEMBER 21, 2016

They’re driving efficiency, increasing customer retention, accelerating sales, and creating new revenue opportunities. Your customers are talking. Learn more about how to turn your contact center into a business intelligence hub in this complimentary white paper. Are you listening?

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. Customer retention is vital, and poor call centers do not retain customers.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Improved experiences deliver better outcomes for customers and higher satisfaction. Video chat.

B2B 122

B2B Journey mapping SaaS Upselling 122

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) So while there are similarities that can drive the process for identifying appropriate segmentation approaches, a level of customization to achieve optimal results is still required. Download now!

Metrics 53

Metrics Analytics Accountability Best practices 53

Fonolo

JANUARY 14, 2020

Not only is it visually very pleasing, it’s bursting with articles on useful topics like customer retention, agent management, and how quality assurance is integral to customer experience. This white paper explores key areas that are sure to shake up the industry.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

B2C 85

B2C B2B Benchmark Best practices 85

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. This is essential to customer retention and loyalty. You want the customer to come back next time every time. Add value that’s relevant to them throughout the journey.

Personalization 103

Personalization Sales Scripts Contact Center 103

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. The post Three Ways to Ramp Up Contact Center Quality Assurance appeared first on Calabrio.

Contact Center 56

Contact Center Analytics Coaching Self service 56

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post. Download our Neuroscience and Customer Success white paper. Learn More!

outsourcing 51

outsourcing Consulting Consulting Management 51

Fonolo

AUGUST 15, 2018

As a stellar contact center customer service representative, it’s important that you arm yourself with as much information and insights into your customer base as possible. White Paper: The Secret Sauce for Increasing Customer Happiness. What’s Inside: Tracking Customer Engagement. That wins every time.

Customer Service 69

Customer Service Contact Center Upselling Wait times 69

Education Services Group

APRIL 25, 2021

If you said ‘no,’ you’ve got some work to do because creating a consistent CSM experience leads to a consistent customer experience. Engaged and productive CSMs are better able to grow an engaged and happy customer base. I could write an entire white paper on Customer Success monetization.

Journey mapping 91

Journey mapping Construction Analytics Education 91

Education Services Group

JUNE 21, 2018

If only we encountered more companies who embrace a similar mindset when it comes to knowing how customers experience their products and services. We would see impressive strides in customer engagement and customer retention. Ready to embark on the customer-mapping journey?

Journey mapping 53

Journey mapping Customer retention Enterprise Analytics 53

Education Services Group

OCTOBER 4, 2018

It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible. Check out the full list in our white paper, Onboarding your Customers with Purpose, Momentum, and Precision.

Sales 53

Sales Metrics Customer Experience Best practices 53

Comm100

JANUARY 21, 2020

As customers continue to shift from desktop to mobile as their primary online device, companies must optimize and prioritize mobile digital touchpoints when planning their digital customer experience and customer retention strategies. This post is the second of two that are based on our Omnichannel white paper.

B2C 40

B2C B2B Benchmark Best practices 40

CustomerSuccessBox

JUNE 21, 2022

This leads to a smooth transition of customers and creates a better customer experience. A best practice for a firm’s growth is to create more cohesion among departments working toward a unified goal —long-term customer retention. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

Education 52

Education Customer retention Sales B2B 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos. Customer Retention Begins With Trust article.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Share with us – How are you reaching your lower-tier customers?

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

Airlines 65

Airlines Customer Experience Management Marketing 65

Education Services Group

MAY 25, 2018

Discover more about hitting the ground running with ES integration into your CS strategy by downloading our white paper, “Turning Knowing into Growing: Integrating Education Services for More Powerful Customer Success.”. Share with us – How have you leveraged Education Services in your Customer Success Strategies?

Education 45

Education Journey mapping outsourcing Upselling 45

Education Services Group

FEBRUARY 1, 2023

In our recent white paper “ How Long Does It Actually Take to Build a Customer Success Organization? ” we shared a timeline that CS leaders should allot 6 to 12 months to test, iterate, and validate the initial engagement models, customer journeys, health scores, playbooks, and broader data mapping.

Metrics 52

Metrics Construction Finance Upselling 52

Comm100

JANUARY 19, 2017

When we are approached by a customer who is upset by a defective product or service, responding with a professional apology that offers the customer a hassle-free solution is an important part of ensuring customer retention. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

Customer Service 89

Customer Service Accountability Management Banking 89